Account Director

Impact Cleaning Services; Toronto; On-site; CAD 100,000 - 120,000; Full time

Benefits offered by this job

Car allowance

Group health benefits

Job summary

Impact Cleaning Services seeks an Account Director to own the enterprise portfolio within Cleaning Operations. You’ll manage client relationships, drive renewal strategy, monitor profitability, lead a team of Account Managers and Quality & Service Specialists, and report to the VP of Cleaning Operations & Client Services.

This is a high-visibility, P&L role with a direct line to executives, a clear path to vice president, and a culture focused on ownership, accountability, and people

Qualifications

• Experience: 7–10 years in commercial cleaning, facility services, or related service-based industry, including leadership roles.

Responsibilities

• Own the complete account management function for our enterprise portfolio.
• Lead major client relationships and escalate as needed to protect and grow accounts.
• Own renewal strategy, profitability, and team performance; run formal business reviews.

Skills

Financial acumen

Client relationships

Leadership

Strategic thinking

Tools

CRM platforms (BrightGo, HubSpot, Mero)

Job description

Position Title: Account Director

Department: Cleaning Operations

Reports To: Vice President, Cleaning Operations & Client Services

About This Role

Let's cut the corporate BS and get real. When you came across this posting you probably thought "Account Director at a cleaning company, this is a glorified customer service job with a nicer title." Didn't your parents teach you not to judge a book by its cover?

This is a P&L seat. You're running a multi-million-dollar portfolio, leading the team that protects it, and reporting straight to the VP of Cleaning Operations & Client Services as their second-in-command. If a major account is at risk, you're the one who fixes it. If an account is underperforming on margin, you're the one who turns it around. Cleaning is the industry. This is a business leadership role.

Why this role

A massive opportunity for your career.

You're stepping into a second-in-command seat over enterprise accounts most Account Directors never get near — multi-million-dollar contracts, direct lines to client executives, and a direct partnership with the VP on strategy and growth. This isn't account maintenance. It's a runway to VP.

An amazing company to work for.

Impact has been doing this for over 70 years. Our employee NPS sits at +52. Our turnover runs near 30% against an industry average near 300%. We're family-owned, no outside capital, no private equity calling the shots on how we treat people.

A people-first organization.

We hire for character over credentials. We invest in developing our people, not just extracting output from them. When someone on this team does great work, they get recognized for it, not lost in a spreadsheet.

Meet Impact

Impact Cleaning Services has spent 70+ years building a reputation on doing the work right and treating clients like partners, not contracts. We've grown from an 8-figure business to a 9-figure business without losing what made us good in the first place: ownership, honesty, and people who care.

This role exists now because our portfolio has grown past what one leader can hold alone. We need someone who can own enterprise relationships, lead a team of Account Managers and Quality & Service Specialists, and think like an operator, not just a relationship manager.

The opportunity

You'll own the full account management function for our enterprise portfolio. That means the client relationships, the renewal strategy, the profitability, and the team. You'll lead formal business reviews, sit across the table from VP and C-level client stakeholders, and be the person who decides how we grow inside existing accounts. You'll work directly with our VP of Cleaning Operations & Client Services on strategic initiatives that shape where the business goes next.

What We Offer You

• The market. Commercial cleaning and facility services is a massive, recession-resistant industry, and enterprise accounts are where the real money and the real career moves live.
• Access. Direct partnership with the VP. A seat at the table for strategic growth decisions, not just account updates.
• Comp that rewards performance. Base salary of $100,000–$120,000, plus a 15% bonus tied to gross profit expansion on your accounts and a company performance modifier. Car allowance and group health benefits included.
• Career growth. This is a second-in-command role built to develop into more. We'd rather build our next VP from inside than hire one from outside.
• Investment in you. Coaching, real performance feedback, and a company that actually wants you to get better, not just hit quota.

What we expect from you

Accounts & client management

• Own the complete account management function for our enterprise portfolio.
• Manage major client relationships and be the person key stakeholders call when something matters.
• Take the escalations. Lead the renewal conversations. Own the outcome.
• Build retention strategies before you need them, not after an account is already walking.

Team leadership

• Lead, coach, and develop Account Managers and Quality & Service Specialists.
• Set the bar for performance and hold people to it.
• Run real coaching and development conversations, not box-checking reviews.
• Help recruit, onboard, and build the bench.

Revenue growth & profitability

• Grow existing accounts through expanded scope and services.
• Own the renewal pipeline and lead it proactively, not reactively.
• Know your numbers cold: labor, materials, delivery cost, margin.
• Partner with executive leadership on where the growth comes from next.

Operational excellence

• Keep a real-time read on account health, quality, and service performance.
• Use the dashboards. Know your risks before they become problems.
• Get in the field. Site visits aren't optional for someone running this portfolio.
• Own the onboarding of new contracts and major implementations.

Reporting & strategic leadership

• Report on performance, retention risk, and team effectiveness, clearly and often.
• Partner with the VP on strategic initiatives and scaling the business.
• Bring process improvements. Don't wait to be asked.

Results we expect (year one)

• Portfolio revenue retention at 95% or higher.
• Real gross profit growth and margin improvement across your accounts.
• Strong client satisfaction and account health scores.
• Quality assurance performance that holds up under scrutiny.
• Deficiencies resolved fast, not left to fester.
• A team that's engaged, developing, and sticking around.

Requirements

• Experience: 7–10 years in commercial cleaning, facility services, or a related service-based industry, including 3–5 years leading teams and client portfolios at the Director, VP, or executive level.
• Abilities: Strong financial acumen (gross profit, margin, operational cost), sharp negotiation and conflict-resolution skills, and the ability to run multiple priorities without dropping the ball. CRM/service platform experience (BrightGo, HubSpot, Mero, or similar) and industry certifications (CIMS, ISSA) are a plus.
• Mindset: You own outcomes. You're agile when things change, a real partner to your team and your clients, progressive about improving how things get done, persistent when it's hard, and consistent when no one's watching.

Location

Primarily office-based, with frequent travel to client locations. This role requires availability outside standard business hours when a client or operational issue actually needs it. You'll be in regular contact with senior client stakeholders and company leadership, so this isn't a role you do from behind a screen all day.

Compensation

Base salary: $100,000–$120,000, based on experience. Bonus: 15%, tied to gross profit expansion on your managed accounts and a company performance modifier. Car allowance and group health benefits included.

What Success Looks Like

A year in, you're the person the VP doesn't worry about. Your accounts are retained, growing, and healthier on margin than when you took them over. Your team is developing under you, not turning over. When a client executive has a problem, they call you first, and they trust you'll actually fix it. You're not just managing the portfolio. You're building the case for what comes next in your own career.

Our core values

• Be Agile. Things change. We move with them, not against them.
• Be Partners. With our clients, our team, and each other.
• Be Progressive. Better ways exist. We go find them.
• Be Persistent. Hard doesn't mean no.
• Be Consistent. Show up the same way, every time.

Disclaimer

Equal Opportunity Statement

Impact is an equal opportunity employer. All applicants will be considered for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Accessibility Accommodation

Impact is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you are contacted for an employment opportunity, please inform Human Resources if you require accommodation.

Job Description Disclaimer

This job description is intended to provide an accurate reflection of the current role and the general nature of work performed. It is not a comprehensive inventory of all duties, responsibilities, or qualifications required. Management reserves the right to revise the job or assign different tasks as circumstances change.